Items related to Customer Connections: New Strategies for Growth
Synopsis
With this book, managers have a rigorous new approach to building firm value. The authors offer a comprehensive system for putting customer relationships at the center of the business and give managers the tools for implementing customer-based strategies to improve profitability and growth. Fresh, practical examples illustrate how companies-including ScrubaDub car wash, Inc. magazine, and Staples office supplies-have inventively used information and knowledge management technologies to connect with their customers in new ways. Customer Connections reveals how these firms have managed to offer products and services that match the needs of their most valuable customers. It introduces a "value compass" that enables executives to target the four sources of customer value: right customer portfolio (choosing the customers you want), range of value proposition (selecting what you want to offer them), roles in relationship (deciding what type of relationship you want with them), and rewards sharing (creating mutual value). To improve its position along of these dimensions, a firm must master the three essentials of a customer connected strategy. Wayland and Cole teach managers to ask-and act on-the right questions about generating and managing customer knowledge.
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From the Back Cover
Customer Connections combines excellent research, creative theory, useful models, everyday metaphors, and insightful business examples. This book not only takes the customer' and customer value' to the next level of integration into our businesses, but is compelling, easily understood, and enjoyable. It is a must for the twenty-first century business leader. --L. R. Codey, President, Public Service Electric & Gas Company
With a fine blend of case examples and a practical framework for managers, Wayland and Cole make a compelling case for putting customer relationships at the center of the strategy dialogue. --George Day, Geoffrey T. Boisi Professor at the Wharton School, The University of Pennsylvania
Here, in one place, is all you need to know about winning the battle for the customer in the Information Age. Readers will find Customer Connections both a call--and an invaluable guide--to action. --David Marshall, Chief Information Officer and Senior Managing Director, Bankers Trust
Whether you are a Fortune 1000 manager or an entrepreneur, Customer Connections is a must-read. Wayland and Cole have written a definitive, customer-based strategy text that helps you fundamentally rethink your business and provides the tools you need to maximize return on the customer relationship. --Lois H. Benedetti, Ph.D., Director, Business Planning and Strategy, GTE Long Distance
For those of us who are equally and simultaneously disciples of relationship marketing' and proponents of shareholder value creation, Wayland and Cole have bridged the chasm, delivering powerful insights and balance in a clear, strategic format. A very useful book. --Charles L. Watkins, President, DukeSolutions, Duke Energy's Integrated Energy Services Company
Wayland and Cole offer a solid model grounded in real-world experience. This is a clear, logical way of working through relationship strategies. --Susan Cook, Director, Corporate Product Marketing, Hewlett-Packard Company
About the Author
Robert E. Wayland is President of Robert E. Wayland & Associates, a corporate strategy consulting firm in Concord, MA.
"About this title" may belong to another edition of this title.
- PublisherMcGraw-Hill
- Publication date1997
- ISBN 10 0071050485
- ISBN 13 9780071050487
- BindingHardcover
- Edition number1
- Number of pages288
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